SUMMARY:

• I am a professional Microsoft End User engineer with 4 years of working with Microsoft System Centre Configuration Manager.
• I have specialised myself in OS deployments, Application Delivery/Deployment and Security and Compliance.
• One of my previous experiences is that I upgraded the whole estate at Confidential from Windows 10 1607 to 1709 using the Task Sequence model to handle pre and post tasks required to have a successful upgrade.
• I was also leading the project where we had to migrate the on - prem SCCM infrastructure to the Azure platform.

KEY SKILLS AND COMPETENCIES:

• ServiceNow Management System (Incident, Problem, Change, Service Catalogue)
• Citrix desktop(use of an RSA Token), Citrix Xenapp
• Remote Desktop, Teamviewer, CMRC
• Microsoft Office 2010, 2013 and 2016
• Microsoft Lync 2010, Skype for Business 2015/2016
• Office 365 Products - Sharepoint, Delve, OneDrive
• Microsoft Windows 7 and 10
• Active Directory
• Microsoft Exchange 2007
• Microsoft Exchange Administrator 2013
• Server Administration (permissions, security groups)
• Open Text Livelink / Content Server System Administrator
• Bentley ProjectWise System Administrator
• Managing File and Folder Permissions on Servers
• System Center Configuration Manager to deploy softwares and updates
• Android and iOS phones

PROFESSIONAL EXPERIENCE

Confidential

Configuration Manager

Responsibilities:

• Describe the features Configuration Manager and Intune include, and explain how you can use these features to manage PCs and mobile devices in an enterprise environment.
• Analyze data by using queries and reports.
• Prepare a management infrastructure, including configuring boundaries, boundary groups, and resource discovery, and integrating mobile-device management with Microsoft Exchange Server.
• Deploy and manage the Configuration Manager client.
• Configure, manage, and monitor hardware and software inventory, and use Asset Intelligence and software metering.
• Identify and configure the most appropriate method to distribute and manage content used for deployments.
• Distribute, deploy, and monitor applications for managed users and systems.
• Maintain software updates for PCs that Configuration Manager manages.
• Implement Endpoint Protection for managed PCs.
• Manage configuration items, baselines, and profiles to assess and configure compliance settings and data access for users and devices.
• Configure an operating-system deployment strategy by using Configuration Manager.
• Manage and maintain a Configuration Manager site.

Confidential

Responsibilities:

• Manage PCs and devices in an enterprise environment.
• Deploy Windows 10 enterprise desktops.
• Manage Windows 10 sign-in and identity.
• Manage user profiles and User Experience Virtualization.
• Manage desktop and application settings by using Group Policy.
• Manage devices in Office 365.
• Manage PCs and devices by using Intune.
• Configure and using Microsoft Store for Business.
• Deploy apps and manage information access by using Intune.
• Manage data access for Windows-based devices.
• Configure and manage Client Hyper-V.

Confidential

Technical Consultant

Responsibilities:

• Implementing and managing SCCM Current Branch
• Implementing Intune Autopilot and configuring profiles to match GPOs
• Mass rollouts of Windows 10 (managing and customizing Win 10)
• Microsoft Deployment Toolkit (MDT)
• Desktop productivity suite configuration and deployment (Office 365, Office 2013)
• Desktop Security - Bitlocker (MBAM -MDOP pack)
• Directory Services - Active Directory and Group Policy
• Scripting - Powershell / HTA / VBScript
• Collaboration Products - MS Exchange / SharePoint / Skype for Business / Office 365 / OneDrive for Business

Confidential

Platform Engineer

Responsibilities:

• Modern Desktop implementation
• Managing the SCCM Infrastructure which includes, but not limited to Patching, Packaging, Compliance Baselines, Reporting and Upgrading Windows 10. (15k Devices)
• Co-Management with SCCM
• GPO (with AGPM)
• Active Directory Management
• Azure AD
• Intune (Autopilot, Security Baselines, Integration with SCCM)
• Office 365
• System Center Virtual Machine Manager

Confidential

System Support Engineer

Responsibilities:

• Carrying on from my previous role
• Migrating the current SCCM infrastructure onto Azure with the help of Extrinsica Global
• Assisting in migrating the current VPN (Direct Access) to Checkpoint VPN
• Active Directory
• Group Policy
• MDT & SCCM
• SCCM Co-Management
• Upgrade Readiness
• Windows 10 Upgrade Rolllout (1607 > 1709 & 1709 > 1803) using TS/Servicing Models
• Managing the current Windows 10 infrastructure (Patching & Packaging)
• Office 365
• Windows Store for Business
• Azure
• Migrating personal drives to OneDrive for Business

Confidential

Techinical Support Engineer

Responsibilities:

• Deploying and managing Windows 10 using SCCM/MDT for Surface Pro 4s
• Updates deployment using WSUS/SCCM
• Managing updates via Servicing Model or Task Sequences for Windows 10 & Office 365
• Software Deployment, Packaging, Powershell Scripting
• Task Sequence Customization/WinPE Customization/Configuration, MDT
• Monitoring Servers - SCOM
• Active Directory, GPO, LDAP
• Bitlocker - MBAM
• Symantec Endpoint Protection
• Office 365 Packaging and Deployment
• Office 365 Administrator - Exchange, Skype for Business, Azure AD, Intune

Confidential

Service Desk Analyst

Responsibilities:

• Providing technical support over the phone to around 16000 users from UK, UEA, Africa, India, Singapore, Malaysia, China, Hong Kong.
• Handling incoming incidents via the phone / e-mail promptly and effectively.
• Supporting core ServiceNow modules (Incident, Problem, Change, Service Catalogue)
• Diagnosing and resolving a wide range of technical issues over the phone.
• Take ownership of a call and seeing it through to closure.
• Escalating calls and issues where necessary to senior managers & team leaders.
• Investigating and implementing ways of reducing calls to the Help Desk.
• Deploying Software via SCCM.
• Implementing and maintaining of network security credentials.
• Administration of user accounts (creation, deletion, network permissions).
• Projectwise Administration of user accounts and permissions applied to Projects.
• Administering permissions on the document management system supplied by Open Text.
• Ensuring that all call details are captured and entered in ServiceNow.
• Updating and Creationg Knowledge Base Articles.
• Answering & responding to all calls & requests within agreed time scales.
• Keeping customers updated as to progress.
• Troubleshoot local and network printers.

Confidential

Line Support

Responsibilities:

• Using Dell KACE Service Management System to access tickets created by users in need of desktop support.
• Active Directory Administration - changing passwords, creating and modifying accounts.
• Liaising with up to 50 users per day via floor walking with email migration.
• Escalating issues to 2nd and 3rd line when necessary.
• Deployment of Microsoft Outlook for Apple Mac and Windows based operating systems.
• Configuring Microsoft Outlook, Thunderbird and Apple Mail with new server.
• Conforming to company SLA.
• Account managing(create, edit and removal of email accounts)
• Organizing users email accounts by creating contact groups, adding signatures,
• Transferring of mail from POP to IMAP Service.

Confidential

Team Leader

Responsibilities:

• Logging issues on an Eclipse based system, escalating calls to managers when necessary.
• Providing 1st and 2nd line support to users over the phone, face to face and via email.
• Assisting colleagues with the use of IT equipment in the store.
• Taking part in manager meetings every morning in order to raise any issues with colleagues, helped to develop my interpersonal skills.
• Covering for managers when short staffed or during busy hours in order to achieve KPI’s which required flexibility and strong organisational skills.
• Dealing with difficult customers in a calm and professional manner, whilst providing a solution to suit both parties.